Front Desk AI

Front Desk AI sends personalized, one-on-one SMS messages to your clients on your behalf — and when they reply, Front Desk AI keeps the conversation going. It knows your schedule, your pricing, and each client's history, so every message feels personal.

What Front Desk AI does

• Sends personalized outreach — Reach out to clients about classes, appointments, memberships, or anything custom. Front Desk AI writes the message based on each client's profile, visit history, and your studio's schedule.
• Handles multi-turn conversations — When a client replies, Front Desk AI responds naturally over SMS. It can answer questions about their bookings, memberships, and your schedule.
• Hands off to your team — If Front Desk AI can't help or the client asks for a human, it sends a warm handoff message and notifies your staff in the inbox.
• Stops automatically — When a staff member replies to a conversation, Front Desk AI steps back. You're always in control.

What Front Desk AI doesn't do

• Take payments or process refunds
• Book classes or appointments on behalf of clients
• Cancel or modify existing bookings
• Access payment history or billing details
• Respond to email (SMS only for now)

How it works

1. Front Desk AI sends the first message

Front Desk AI is triggered through automations. When a client matches your automation trigger (e.g., hasn't visited in 30 days, just signed up, birthday coming up), Front Desk AI sends them a personalized SMS.

2. The client replies

When the client texts back, Front Desk AI picks up the conversation. It has context on:

• The client's upcoming bookings
• Their active memberships and passes
• Your studio's class schedule and services
• The original goal of the outreach (book a class, buy a membership, etc.)

Front Desk AI keeps the conversation going for up to 48 hours after the last AI message. You can adjust this window in settings.

3. Handoff to a human

Front Desk AI hands off to your team when:

• The client asks to speak with a real person
• The question is outside what Front Desk AI can answer
• A staff member replies to the conversation (Front Desk AI stops automatically)
• You click Stop AI in the inbox

When Front Desk AI hands off, the client sees: "Let me connect you with someone from the team who can help!" — and your staff sees an internal note explaining why Front Desk AI handed off.

Setting up Front Desk AI

1. Go to Settings → Front Desk AI
2. Configure your voice and tone — tell Front Desk AI how you want it to sound (friendly, professional, casual, etc.)
3. Add any blocked topics — subjects Front Desk AI should never discuss
4. Set the conversation expiry window — how long Front Desk AI stays active after its last message (default: 48 hours, max: 7 days)
5. Click Save

Using Front Desk AI in automations

1. Go to Marketing → Automations
2. Create or edit an automation
3. Add a Front Desk AI action step
4. Choose a goal (book a class, book an appointment, purchase a membership, general engagement, or custom)
5. Select the channel (SMS, email, or auto)
6. Optionally select a specific pricing option to promote
7. Save and activate the automation

Identifying AI messages in the inbox

Messages sent by Front Desk AI show a purple "Written by AI" label beneath the message bubble. This makes it easy to tell which messages came from Front Desk AI vs. your team.

When Front Desk AI hands off a conversation, the handoff reason appears as an internal note in the thread — visible to staff but not to the client.

Stopping Front Desk AI mid-conversation

If you want Front Desk AI to stop responding in a conversation:

1. Open the conversation in Marketing → Inbox
2. Click the Stop AI button in the conversation header (purple pill button with a robot icon)

Front Desk AI will stop replying immediately. You can then continue the conversation yourself.

Alternatively, just reply to the conversation — any message you send will automatically deactivate Front Desk AI for that conversation.

FAQ